When we took over the management of your policy, we made a commitment to keep you at the heart of everything we do. We understand that you expect and deserve excellent service from us at all times, and that’s why we’re constantly looking at ways we can improve.
We’d like to tell you about some of the initiatives we’re taking to ensure that we always meet – and hopefully exceed – your expectations. Please click on the links below to find out more.
Treating you fairly
We are fully committed to treating you fairly, both in the way we manage your policy and in the way we deal with you. We will always aim to:
- offer you security and opportunities for investment growth
- set the industry standard in the way we manage your policy
- deal with you honestly, openly, competently and with integrity
- make decisions based on a proper understanding of your needs
- help you get the most from your relationship with us
This aligns with the Financial Services Authority (FSA) regulatory requirements on ‘Treating Customers Fairly’. For more information, please visit the FSA’s website.
Listening to your views
At Phoenix Life, we are committed to providing a high quality service built around the needs of our customers. However, we can only achieve this with your help. That’s why we are listening to what our customers are saying: continuously monitoring and acting on customer complaints, and conducting extensive customer research.
Our research programme helps us to listen to our customers in a variety of different ways: including focus groups, face-to-face meetings and in-depth telephone interviews.
If you are one of our many customers that has taken part in any aspect of our research programme – thank you! Your feedback is invaluable to us and helps us make improvements to the experience and outcomes of all of our customers.
However, we always want to hear more. If you have any feedback for us, please complete our short survey
What have we done so far?
- After some customers were disappointed at the timeliness of our postal delivery, we have changed many of our key mailings and communications to first class deliveries.
- We have also carried out a review of our annual statement mailing schedule, which resulted in over a million customers receiving their statements earlier in the year.
- Based on the feedback we received from our customers who have gone through our complaints handling experience, we reviewed the entire process. We now encourage our complaint handling staff to personalise their approach for each customer, being more sympathetic in our written responses and using the telephone more.
- We have relaunched our customer website. It is now more user-friendly, informative and helpful; and provide a simple 24/7 way of finding relevant information.
There’s still more to do
Customer communication is a key aspect of our service and we want to make sure we get it right. That’s why we are reviewing many of our mailings this year, such as annual statements and customer letters.
Our aim is to improve the clarity and quality of information provided and to help customers make informed decisions at key stages through their policy term. That includes removing jargon and being clearer about important events such as future payouts.
Our research programme continues. We are always reviewing what we do and how we could do it better. We will keep you posted by updating our website. So watch this space!
We believe all our communications with you should be clear and easy to understand. That’s why we’ve invited the Plain English Campaign to train our staff and help us improve the way we write to you - on our website as well as in our letters, brochures and policy documents.
We always try to ensure that all our communications are to-the-point and:
- are clear, fair and are not misleading;
- avoid jargon where possible and explain technical terms;
- provide contact details;
- inform you of what to do next;
- tell you where to go for further information, and
- provide you with all the information you need to make an informed decision.
Of course, from time to time, we need to use financial terms that you may not be familiar with. However, we’ve produced a jargon buster to help explain any terms you may not understand.
We are also the first financial organisation to have been awarded the ‘All Formats’ charter in recognition of our commitment to our visually impaired customers. All our communications are available in large print, Braille and audio-tape and our website conforms to current equality and disability legislation. We have also made sure we have readable signs in the reception areas of our registered and head offices.